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State of Massachusetts Sr Service Desk Specialist, MGC in 101 Federal Street, Massachusetts

The Massachusetts Gaming Commission (MGC) is seeking to hire a Sr. ServiceDesk Specialist reporting to the Infrastructure Manager as part of the Client Services Team. The Sr. ServiceDesk Specialist is primarily responsible for providing telephone, email and in-person technical support to the Commission. Provides outstanding customer service to resolve problems and restore service.

Duties and responsibilities include, but are not limited to, the following:

  • Respond to, research and resolve questions received via telephone calls (record calls in ITS ServiceDesk Software), email, and voicemail in a timely and professional manner.

  • Provide accurate and creative solutions to more complex customer problems to ensure customer productivity and satisfaction.

  • Provide first and second-tier support to end users for PC hardware, MS Windows, Software, Active Directory, O365 and basic networking troubleshooting.

  • Install and update computer application software as needed.

  • Setup, configure, and troubleshoot notebooks for the shared pool.

  • Assist and maintain inventory of notebooks, projectors, desktops and other equipment according to standard operating processes.

  • Perform daily call backs to customers for any problems not resolved upon initial contact; escalate calls to the next technical or management level as necessary.

  • Assist in developing procedures and documentation for the MGC-ITS ServiceDesk.

  • Assist other offices and locations with technology based issues as needed.

  • Support mobile devices as needed.

  • Acquire and maintain current knowledge of relevant MGC products, services, and support policies in order to provide technically accurate solutions to end users.

  • Maintain up to date knowledge of new and upcoming computing technologies and practices.

  • Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, training and other developmental approaches.

  • Attend meetings and seminars to support the overall direction of the IT office

  • Participate in team projects that enhance the quality or efficiency of the ITS Support Team.

The Massachusetts Gaming Commission is responsible for the implementation of the expanded gaming law (Chapter 194 of the Acts of 2011). Under the law, the Commission is tasked with establishing a regulatory framework for the solicitation, licensing, taxation, and oversight of a maximum of three casino licenses and one slots parlor license in Massachusetts.

Experience and Qualifications:

**

  • Bachelor's degree and one year of relevant experience; or three years of professional relevant experience.

Preferred Experience:

  • MCSE/MCITP certifications or equivalent experience

  • A certification

  • Proficiency with MS Windows 7 and 10, and MS Office 2010, 2013 and/or O365

  • Demonstrated ability and success in technical and process aspects of IT project management

  • Commitment to providing the highest level of customer service and responsiveness

  • Demonstrated experience working in a high volume, deadline oriented customer focused environment

  • Ability to manage multiple projects simultaneously and handle difficult situations

  • Experience working with "Team Based Practices" e.g. Agile, Kanban, etc.

  • Knowledge of IT industry standards

  • Experience utilizing tools and research abilities to resolve technical issues

  • Valid driver's license and access to a vehicle

  • Ability to lift up to 35lbs and push 65lbs.

**Salary is commensurate with experience.

The successful candidate will be required to pass an extensive background check that includes a full credit check, CORI, drug screen, and fingerprinting.

It is the policy of the Massachusetts Gaming Commission and the Commonwealth of Massachusetts to afford equal employment opportunities to all qualified individuals, without regard to their race, color, ancestry, religion, sex, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, gender identity or expression, or any other characteristic or status that is protected by federal, state, or local law.

Job: *Information Systems and Technology

Organization: *Massachusetts Gaming Commission

Title: Sr Service Desk Specialist, MGC

Location: Massachusetts-101 Federal Street - Boston

Requisition ID: 190000ME

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